Summary
Overview
Work History
Education
Skills
Timeline
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Yvette Rogers

Charlotte

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

14
14
years of professional experience

Work History

Risk Management Specialist

Ethico
12.2023 - 12.2024
  • Assisted with minimizing risk exposure by reviewing claim validity and viability against coverage standards.
  • Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
  • Helped risk management team produce timely reports analyzing data.
  • Produced timely reports on processes, highlighting control programs' strengths and weaknesses in detail.
  • Employed strong program management skills to successfully define and manage ongoing initiatives designed to control risks.
  • Handled claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
  • Supported 10-member risk management team with multifaceted administrative assistance such as organizing and transmitting records.
  • Managed company-wide complaints and subpoenas alongside legal teams and risk management staff.
  • Maintained current team documentation, validated codes and tracked invoices to keep accounts and records current.
  • Improved overall risk awareness among employees through targeted training programs and communication initiatives.
  • Supported executive decision-making with accurate risk assessments, advice on effective mitigation strategies, and regular reports on emerging risks.

Senior Customer Service Advocate

Verizon Wireless
10.2010 - 08.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Leveraged strong problem-solving skills to address complex challenges faced by clients, ensuring swift resolution of issues whenever possible.
  • Reduced customer complaints through timely resolution of issues and proactive identification of potential problems.
  • Served as a trusted resource for customers, consistently exceeding expectations in all interactions.
  • Collaborated with cross-functional teams to improve overall company performance and customer satisfaction levels.
  • Delivered exceptional service by actively listening to customers and empathizing with their needs.
  • Participated in ongoing training initiatives to maintain current knowledge of industry trends and best practices for superior service delivery.
  • Managed high-volume inbound calls, maintaining professionalism under pressure.
  • Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
  • Assisted management in implementing process improvements aimed at enhancing operational efficiencies within the department.
  • Implemented new procedures to streamline workflow and enhance productivity within the department.
  • Facilitated successful conflict resolution between customers and company representatives, preserving brand reputation and goodwill.
  • Streamlined communication processes for increased efficiency and improved customer experience.
  • Provided comprehensive product/service support, utilizing thorough knowledge base to educate clients on relevant offerings.
  • Achieved top-tier customer service ratings by effectively handling difficult situations with diplomacy and tact.
  • Played an integral role in building a cohesive team culture, fostering a supportive environment conducive to learning and growth.
  • Conducted regular client follow-ups, strengthening positive rapport while gathering valuable feedback on areas for improvement.
  • Mentored junior team members, sharing expertise in best practices for excellent customer service delivery.
  • Worked closely with sales teams to upsell products/services when appropriate, contributing positively towards revenue growth targets.
  • Consistently met or exceeded performance metrics, demonstrating a commitment to excellence in all tasks undertaken.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.

Education

Bachelor of Arts - Criminal Justice

University of Phoenix
Tempe, AZ
08-2011

Skills

  • Claim reviews
  • Operational risk management
  • Internal audits
  • Incident investigations
  • Risk reporting

Timeline

Risk Management Specialist

Ethico
12.2023 - 12.2024

Senior Customer Service Advocate

Verizon Wireless
10.2010 - 08.2023

Bachelor of Arts - Criminal Justice

University of Phoenix

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Yvette Rogers